Ausgabe 3/2010
Inhalt (8 Artikel)
Original Empirical Research
On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations
Christian Homburg, Andreas Fürst, Nicole Koschate
Open Access
Original Empirical Research
The service quality-satisfaction link revisited: exploring asymmetries and dynamics
Tomas Falk, Maik Hammerschmidt, Jeroen J. L. Schepers
Original Empirical Research
The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development
Philippe Aurier, Gilles N’Goala
Original Empirical Research
Customer relationship management and firm performance: the mediating role of business strategy
Martin Reimann, Oliver Schilke, Jacquelyn S. Thomas
Original Empirical Research
Great expectations and broken promises: misleading claims, product failure, expectancy disconfirmation and consumer distrust
Peter R. Darke, Laurence Ashworth, Kelley J. Main
Original Empirical Research
Antecedents and consequences of adaptive selling confidence and behavior: a dyadic analysis of salespeople and their customers
Sergio Román, Dawn Iacobucci
Open Access
Original Empirical Research
Sales promotions and channel coordination
Berend Wierenga, Han Soethoudt